About You
We are looking for an Operations Engineer who is technically curious, detail-oriented, a strong communicator, and proactive to join our Global Technical Operations (GTO) team. You will thrive in a fast-paced environment, monitor and investigate production issues, improve incident detection and response, analyze data trends, and manage stakeholder communication.
Responsibilities
- Monitor the GTO Operational Dashboard in Datadog, correlating signals across APM, logs, metrics, and synthetic tests to detect anomalies.
- Triage and investigate production incidents, creating tickets in JIRA Service Management and routing them to the appropriate engineering teams.
- Own lower-severity incidents end-to-end, executing runbook procedures and escalating only when necessary.
- Support the TSO Lead during major incidents by providing real-time data, maintaining incident timelines, and executing mitigation actions.
- Draft incident communications for internal Slack channels, stakeholders, and public-facing status pages.
- Analyze incident trends and production bugs to contribute findings to reports for product and engineering teams.
- Compile incident timelines, draft Post-Incident Review (PIR) documents, and track follow-up action items.
- Build and maintain operational automation scripts, Slack workflows, and dashboard widgets while contributing to runbook development.
- Conduct structured shift handoffs and participate in knowledge transfer sessions with SRE teams.
- Cover for the TSO Lead during absences, including performing basic Incident Commander functions.
Qualifications
- Previous experience in a gaming company is required.
- 4+ years of experience in SRE, DevOps, production operations, or NOC environments.
- Strong troubleshooting skills with the ability to trace issues through application logs, APM, infrastructure metrics, and database queries.
- Hands-on experience with observability platforms like Datadog, Grafana, or Splunk.
- Proficiency in at least one scripting language: Python, Go, or Bash.
- Clear written and verbal communication skills in English for technical and non-technical reporting.
- Working knowledge of Kubernetes and cloud infrastructure (GCP preferred).
- Understanding of SLOs, error budgets, and burn-rate alerting.
- Experience with incident management tools such as JIRA, PagerDuty, or Slack.
- Comfort with 24x7 shift-based operations, including rotating weekend on-call.